In saturated
western markets, upselling or cross-selling generates more revenue than simply selling
for telecom companies. So, it is no
surprise that telecom companies are heavily hooked on asset-based ordering. Companies, not only in retail business but
also in wholesale business, need to know the current subscriptions of customers
to upsell or cross-sell new products to their existing customers. Hence, the new
configure price quote software (CPQ) features will surely interest the telecom
companies which are looking for cloud solutions.
CPQ has come
up with subscription ordering which has features like create, update, terminate,
and delete the asset i.e. asset-based ordering (ABO) with moving average
convergence divergence (MACD) capability. CPQ is also offering projected asset
and follow-on order features. As CPQ will hold the asset details, there won't
be any need to query other systems to get them. Sales user can see the current
active assets of the customer on a new
page called 'Customer Asset'. This page
will show only those assets which are active in the given window. For Example,
if a customer has subscribed for 'Friends
& Family Calling Pack' from the month
of December, then that pack will not be
visible in customer assets in April.
Like any
other customer experience (CX) system, CPQ will create a new asset when order
fulfillment system sends the success response on the quote transaction line. If
customer wants to modify their services, then
sales user will select the required asset on the 'Customer Asset' page and
modify. Modify action opens up a configuration window, which gives sales user an
option to do some upselling or cross-selling while doing the modifications requested
by the customer. If the customer changes
his mind before the new modify order is
fulfilled and calls back to change the order, then sales user can
reconfigure the existing inflight quote. This
will create a follow-on order in which CPQ compares the projected asset
with a reconfigure order line to reflect the user-intended net changes in a
subscription or asset. Sales user can terminate the asset from 'Customer Asset'
page if requested by the customer, or
requested by billing system if customer
is not paying bills.
Let's say,
for instance, John has moved to a new town and calls
TownBest Telecom to avail phone, broadband,
and television services. TownBest agent will configure the quote as per John's
requirements and send it to the fulfillment
system. John's service assets will be visible on 'Customer Asset' page in CPQ
when the fulfillment system activates all the services. In the summer, John
wants to see his favorite football league,
so he calls up the TownBest call center to add Sports pack in his subscription.
TownBest agent modifies John's subscription plan from the 'Customer Asset' page
in CPQ and submits the quote for fulfillment.
While doing so, the agent has
successfully cross-sold 'Music Pack'. Before the new packs get activated, John
calls back the TownBest agent to add Movie pack. The TownBest agent
reconfigures the current inflight quote.
As per the projected assets, CPQ will show Sports pack and Music pack in the new quote as getting fulfilled. In the future, John can terminate his subscriptions if
he is moving out of town, or TownBest can terminate John's subscriptions if he
is not paying his bills. In both the scenarios, TownBest agent just needs to go
to the 'Customer Asset' page in CPQ and initiate terminate action.
CPQ subscription
order feature is satisfying most of the things which telecom companies look for
in a quoting tool. This feature will be a good selling point for CPQ in the telecom
domain.